Customer Service & Administrative Support Specialist

KIMBERLY WEBB-WINFREY

Highland Park, MI *****

313-***-**** - ***********@*****.***

PROFESSIONAL SUMMARY

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

SKILLS

• Problem-solving

• Adaptability and flexibility

• Data Entry

• Live chat support

• Building rapport

• Forsta Systems

• Active listening

• Microsoft Office Suite

• Customer relations

• De-escalation techniques

• Five9 system proficiency

• Citrix Workspace

WORK HISTORY

10/2022 to 10/2024 Customer Service Representative Engage CX/ViaSource Solutions – Remote

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Managed high-stress situations, maintaining professionalism under pressure, resolve conflicts.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers & company.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. 07/2017 to 04/2024 Administrative Assistant Robert Half – Detroit, MI

• Delivered excellent customer service, respond to client inquiries, addressed concerns and build relationships.

• Answered multi-line phone system, route calls, delivering messages to staff and greeting visitors.

• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

• Ensured accurate record-keeping with data entry and database management for vital information. 06/2022 to 03/2024 Customer Service Representative Oasis Marketing Solutions – Remote

• Developed strong product knowledge, provided informed recommendations based on customer needs.

• Responded to customer requests for products, services, and company information.

• Developed rapport through active listening, leading to higher retention rates and positive feedback from clients.

• Collaborated with team members to develop best practices for consistent customer service delivery. 11/2018 to 04/2020 Administrative Assistant Xpress Transportation – Southfield, MI

• Maintained confidentiality of sensitive information by adhering strict privacy policies.

• Promoted a positive work environment via effective communication skills fostering professional relationships.

• Monitored office supplies inventory, ensuring availability of essential items without overstocking.

• Managed filing system entered data and completed other clerical tasks. EDUCATION

Master of Science: Public Administration

University of Phoenix Online - Phoenix, AZ

01/2021 Bachelor of Science: Environmental Science University of Phoenix Online - Phoenix, AZ

06/1999 Associate of Science: Dietetic Technology

Wayne County Community College - Detroit, MI

Vocational Training _

Customer Service Training Center – Vocational Training: Soft skills, Microsoft Office Suite, Call Center, Customer Service Skills. Earned Certificate of Completion April 2025

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